Refund policy

Returns

We offer a 14-day return policy after you receive your order (exceptions may apply). 

Return’s eligibility requirements:

1. Candles must be in the same condition as received: not burnt, 
2. Candles have to be returned it their original packaging and safely packaged in the box.

Remember: you must drop off the items you wish to return before the return period ends.

Once we receive and inspect the order to confirm its eligibility, you will be automatically refunded in the same payment method you previously chose at the checkout, and an email confirmation will be sent.

Damages and issues caused in transit 

If the delivered candle is defective (or the wrong item was sent to you) - please contact us within the next 48 hours after the order’s arrival. You will need to provide us with the description of the damage and photographic evidence and send it to 

OLILVURY@gmail.com

OLILVURY is not responsible for the packages that are left outside in the heat, cold, or rain for an extended period of time.

Lost and stolen packages 

Once your order is shipped and the tracking number is provided, we are not responsible for any lost or stolen parcel. 

We do not issue replacements/refunds on items that have been marked as 'delivered' by postal services or are unclaimed due to unpaid customs. If your tracking information indicates that the package was delivered, but you did not receive it.

Parcels returned to sender

Please note that it is the customer's responsibility to ensure the accuracy and safety of the shipping address provided. We are not responsible for incorrectly entered shipping information or packages left, stolen, or missing from an unreliable or unsafe shipping address. The customer is responsible for paying the cost of re-shipping any packages returned to the sender due to delivery issues. If postal fees need to be paid upon reception of a parcel that is returned to the sender, OLILVURY won't accept these fees and, therefore, will refuse to get the package back.